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As part of Solutions Review’s Contributed Content Series<\/a>\u2014a collection of contributed articles written by our\u00a0enterprise tech thought leader community<\/a><\/span>\u2014Rebecca Jones, the general manager of <\/span><\/span>Mosaicx<\/span><\/span><\/a>, summarizes the critical components of conversational CX.<\/span><\/span><\/strong><\/em><\/p>\n Fortunately, conversational CX allows brands to move forward while setting themselves apart. By implementing conversational CX across multiple touchpoints along the customer journey, your brand can put the power in customers’ hands, letting them resolve issues without needing to chat with a live agent. What makes conversational CX so special is its incredible ability to create natural, two-way customer conversations. It combines natural language processing (NLP), machine learning (ML), deep learning, and contextual awareness. <\/span>\u00a0<\/span><\/p>\n Conversational CX isn’t just about helping customers complete transactions\u2014it’s about providing them with experiences that are personalized, convenient, and engaging. Brands are achieving conversational CX by deploying chatbots, virtual assistants, and intelligent virtual agents (IVAs), which deliver automated assistance at scale. And in the process, they’re fundamentally reshaping how customer service, tech support, and sales teams do business. <\/span>\u00a0<\/span><\/p>\n As more interactions happen online, the boundaries between marketing, sales, and customer support have begun to blur. Conversational CX offers a golden opportunity for differentiation in an era where markets are becoming more saturated and customer acquisition is getting tougher. It can be vital in providing valuable insights and creating memorable customer experiences. <\/span>\u00a0<\/span><\/p>\n Let’s look at three ways that companies are using conversational CX to help companies enhance brand loyalty and build lasting relationships with their customers.<\/span>\u00a0<\/span><\/p>\n![\"\"](\"https:\/\/solutionsreview.com\/crm\/files\/2023\/10\/insightjam_logo.jpg\"){kind=logo}
<\/a>A shift is underway in how consumers interact with brands. Today’s customers understand that savvy brands will connect them to personalized offers and special deals based on their interests. After making a purchase, when they need support, customers expect fast, intuitive, round-the-clock access available via whatever device they have handy. And yet, <\/span>70 percent of customer experience (CX) leaders<\/span><\/a> struggle to design projects that answer these demands, making it challenging to achieve CX goals such as brand loyalty. <\/span>\u00a0<\/span><\/p>\n1) Omnichannel Self-Service Capabilities\u00a0<\/span><\/b><\/h3>\n
![\"Download](\"https:\/\/solutionsreview.com\/crm\/files\/2019\/06\/crm-speedbump.jpg\" "\\"CRM")
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